Passenger Handling

(1) Definition. Passenger handling shall mean the services required by a passenger air carrier to assist passengers arriving at or departing from the terminals, including the following: (a) Ticket counter information; (b) Up to date departure and arrival flight status and information, both in the terminal and by means of at least three telephone message lines; (c) Passenger ticketing and seat assignment; (d) Baggage tagging; (e) Departure lounge supervision and information; (f) Boarding information and ticket lift; (g) Supervision of passenger while on the ramp; (h) Assistance for handicapped, elderly and wheel chair passengers; (i) Baggage claim supervision and security; (j) Lost/damaged baggage information; (k) Passenger supervision for U.S. Immigration and Naturalization Service and Customs Service; (l) Supervision and responsibility for tour operators who may be present; (m) Posting for the public the flight number and the name of the airline, tour operator and handling companies for each flight handled by the operator; (n) At the request of the Authority, making available to the public in a conspicuous location various publications provided by the Authority; and (o) Such other passenger services as may be determined by the Authority from time to time. (2) Equipment. An operator performing passenger handling shall maintain at least five wheel chairs. (3) Facilities. An operator performing passenger handling shall: (a) Have access to an Authority approved ticket counter which has the capability to provide three ticket agents per enplaning of a narrow body plane and four ticket agents per enplaning ofa wide body plane; (b) Lease or sublease office space for supervisory and support personnel in the vicinity of the approved ticketing area; and (c) Have access to an area designated as "Flight Planning Room" for crews of commercial air carriers serviced by the operator. This room shall be available 24 hours per day, seven days per week, and shall include: 1. Area for weather service, flight planning and filing sufficient to meet the needs of the commercial flight crew which shall be not less than 75 square feet; 2. Access to men's and women's rest rooms for the use of the commercial flight crew; 3. Public telephones, SITA or comparable telex equipment and dedicated direct line or automatic dial FAA/FSS telephone; and 4. A crew lounge with a minimum of 200 square feet, exclusive of rest rooms. (4) Training. Employees engaged in passenger handling shall be trained in and familiar with passenger ticketing and check-in services, U.S. Customs and Immigration rules and procedures, Logan's ground transportation system, and the services available for the handicapped. Such employees shall possess the recommended foreign language capabilities for foreign flights. (5) Staffing. (a) While providing passenger handling services, the operator shall have one customer service representative ondutyfor every 50 or less departing passengers. Customerservice representatives providing informational services to passengers shall be on duty at such locations and times as determined by the Authority from time to time. (b) While providing passenger handling services, the operator shall have at least one supervisor on duty. During the period until a flight is completely boarded, one supervisor shall be clearly in view of the passengers.